1. Feature Overview

The Opportunities feature helps you manage and track your potential deals. Integrate opportunities with your cloud telephony provider through the Universal Telephony Connector (UTC) to let your agents make and receive calls directly from opportunities, and track every phone call interaction against the relevant opportunity, instead of just the lead.

Once you set up this integration, you can –

• Place outbound calls through Click2Call, directly from the Opportunity Management and Opportunity Details.
• Map your telephony provider’s virtual numbers to Opportunity Types, so each call is tracked against the relevant opportunity.
• Route incoming calls from your leads directly to the opportunity owner.
• Capture opportunity details on the agent pop-up while your agents are on a call.
• View completed calls as phone call activities, with all the call details, on the Opportunity Details.

2. Prerequisites

• You must be an Administrator user of your LeadSquared account.
• Opportunities must be enabled on your account. To enable opportunities, reach out to your account manager, or write to support@leadsquared.com.
• On the Advanced Configuration settings page, the Enable Opportunity – Telephony setting must be enabled. To know more, refer to Organization Settings – Advanced Configuration.
• The Opportunity Telephony Mapping must be enabled on your account. To enable this setting, reach out to your account manager, or write to support@leadsquared.com.
• The Universal Telephony Connector (UTC) must be installed on your account.
• To capture opportunity details on the Agent pop-up, you must configure a Dynamic Form. The default Agent pop-up does not support opportunities. For more details, see Create Agent Pop-up Form section below.

3. How it Works

The integration is designed to resolve every phone call to a specific opportunity, instead of just the lead. To do this, LeadSquared uses your telephony provider’s virtual numbers (and IVRs, if configured) – each virtual number is mapped to an opportunity type, and the call is resolved to the lead’s opportunity of that type.

Setting up the integration involves three steps –

1. Map your telephony provider’s virtual numbers to the opportunity types in your account (see Virtual Number Mapping below).
2. Configure the opportunity integration on your UTC connector instance (see Configuration below).
3. Create and publish an agent pop-up form to capture opportunity details on inbound and outbound calls (see Create Agent Pop-up Form below).

Once the setup is complete, here’s how the integration works on each call –

• When a lead calls one of your virtual numbers, the number (and IVR, if configured) identifies the relevant opportunity type, and the Opportunity Route API routes the call to the opportunity owner.
• When an agent places a call from the Opportunity Details page (through Click 2 Call), the call is automatically associated with that opportunity.
• During the call, the agent pop-up displays your form, where agents can view and capture the opportunity details.
• Once the call ends, a phone call activity, with all the call details, is posted on the Opportunity Details

4. Virtual Number Mapping

As part of this configuration, you must map your virtual numbers to specific opportunity types. Let’s understand this better with the example of a bank.

The bank offers credit cards, debit cards, and loans, and each of these is an opportunity type. Here, one unique virtual number is mapped to each opportunity type. This helps keep track of phone calls related to each opportunity.

To map your virtual number to an opportunity type –

1. From the main menu, navigate to Settings>Telephony>IVR Mapping, and click Create.
2. Against Virtual Number, enter the virtual number of your telephony service.
3. Select Opportunity as the Entity Type.
4. From the Product Type dropdown, select the opportunity type to which you want to map the virtual number.
5. If there’s an IVR number you want to list, then against IVR Option, enter the number
6. Once you’re done, click Save. To map virtual numbers to other opportunity types, click Save and Add New.

5. Configuration

You can configure the opportunity integration on your UTC connector instances. The following configuration steps are common to all instances –

1. From the main menu, navigate to Apps>Apps Marketplace, and search for the Universal Telephony Connector.
   • Alternatively, you can find the connector on the left panel, under Telephony.
2. Against the connector name, hover your cursor over the settings icon, and click Configure.
3. Select the connector instance on which you want to configure the integration. To add a new instance, click Add New Connector, and select the Connector Type.
4. Click Call Route API, and copy the Call Route API. Call this API to route incoming calls directly to the opportunity owner.
5. All the other steps remain the same, as detailed in the Universal Telephony Connector

5.1 Share Opportunities via Agent Pop-up

When configuring the Telephony Agent pop-up, you may want to grant access to opportunity details to users who are not opportunity owners. This gives them the relevant information on the pop-up while conversing with leads.

Navigate to Settings>Telephony>Entity share via popup, and against Enable Opportunity share via agent pop-up, click Configure.

The configuration has the following permission settings –

• Enable – Select to enable the configuration.
• Access Type – Define the access type for the configuration –
  • View – Non-owners can only view the opportunity details.
  • Modify – Non-owners can view and modify the opportunity details.
• Duration In Min – Specify the duration (in minutes) for which the share is allowed while the agent is on the call.

To know more about sharing leads and opportunities through the Agent pop-up, refer to Entity Share Option for Telephony.

6. Create Agent Pop-up Form

Once you’ve configured the connector, you must create an agent pop-up form to enable users to capture opportunity details while on a call with your leads. This ensures the call is mapped to the correct opportunity type, and all the relevant details are captured on the call. To do this, first create a form, and then create and publish a process to integrate the form with the agent pop-up for incoming and outgoing calls.

6.1 Create a Form

1. From the main menu, navigate to Workflow>Manage Forms, and click Create Form.
2. On the Create Form pop-up, under Choose the type of fields to use, you must select Opportunity Fields.
   • You can also select other field types, but Opportunity Fields is mandatory.
3. From the Select Opportunity dropdown, select the opportunity type for which you’re creating the form.
4. Add the opportunity fields you want to capture through the agent pop-up during your phone calls.
5. On the form designer, ensure that all the relevant opportunity fields (such as Associated Lead, Opportunity Name, Owner, Status, and Stage) are present on the form. For the subsequent steps on creating the form, refer to How to Create a Form.
6. Once you’re done, click Publish.

6.2 Create a Process

1. From the main menu, navigate to Workflow>Process Designer, and click Create Process.
2. On the Where do you want to start the process pop-up, select At Specific Work Area.
3. On the Choose starting point pop-up, click Others. Under Available Work Areas>Telephony>Agent Popup, select the Inbound Phone Call and Outbound Phone Call.
4. Once you’re done, click Save.
5. Click the add process icon. Under Actions, click Show Form.
6. On the Show Form card, from the Select Form dropdown, select the form you created in the previous step. To complete the rest of the process, refer to How to Create a Process.
7. Once you’re done, click Publish.

7. Capture Phone Call Details

Once the agent pop-up form is published, you can capture inbound and outbound call details on the form. All in-call actions are available on the Telephony bar, which appears at the bottom of the screen when a call is in progress. The published form is available here as a button, displayed with the form’s name

7.1 Outbound Phone Calls

To place an outbound call and capture details –

1. From the main menu, navigate to Lead Management>Opportunities, and select the Opportunity Type.
2. On the Manage Opportunities page, click the desired opportunity.
3. On the Opportunity Details page, under the Associated Contact tab, click on the phone number to place the call through Click2Call.
4. The Telephony bar appears at the bottom of the screen, click Continue.
5. If the lead is associated with multiple opportunities, on the Telephony bar, click Select Opportunity. Then, on the Select an Opportunity to Continue grid, click the opportunity against which you want to track the call.
   • To create a new opportunity instead, click Add Opportunity.
6. To capture the call details, on the Telephony bar, click the agent pop-up form button (e.g., Form 1 in the GIF below), and fill in the necessary details.
7. Once you’re done, click Save & Dispose to save the details and dispose the call, or click Save & Close to close the agent pop-up form.

Alternative Implementation

If you prefer not to use the pop-up form, you can pass the opportunityTelephonyMappingId parameter in the Click 2 Call URL, and then pass the value for this parameter in the Call Log API, to ensure the call is logged against the opportunity. To do this –

1. On the configuration screen of a connector (on which the pop-up form is not configured), open the Click 2 Call
2. In the URL field, at the end of the existing URL, add the following parameter – &opportunityTelephonyMappingId=@opportunityTelephonyMappingId. This mail merges the opportunity telephony mapping Id when the Click 2 Call API is called.
3. Once you’re done, click Save.

4. Pass the @opportunityTelephonyMappingId (received from the Click 2 Call API) as a key-value pair in the post body of the Call Log API.

The outbound calls are now logged automatically.

For a list of mail merge parameters, refer to UTC Mail Merge Fields.

7.2 Inbound Phone Calls

An inbound call triggers the Telephony bar on any page within LeadSquared. To capture details on the call –

1. If the lead is associated with multiple opportunities, on the Telephony bar, click Select Opportunity, and on the Select an Opportunity to Continue grid, click the opportunity against which you want to track the call.
2. Click the agent pop-up form button (e.g., Form 1), and fill in the necessary details.
3. Once you’re done, click Save & Dispose to save the details and dispose the call, or click Save & Close.

8. Advanced Configurations

Advanced opportunity-related telephony settings are available under Settings>Telephony>General Settings. To know more about these settings, refer to Telephony Advanced Configuration Through General Settings.

9. Telephony Logs

To view the telephony logs of all the opportunity-related calls on your account, navigate to Settings>Telephony>Telephony Logs. These logs are maintained for the past 60 days. To know more, refer to Telephony Logs.

10. Points to Note

• You must place the call from the Opportunity Details page for the phone call activity to be posted against the opportunity. If a call is placed to the related lead from the Lead Details page, the opportunity details are not captured, and the phone call activity is posted against the lead. Once the call is complete, you can view the phone call activity on the Opportunity Details
• If an agent doesn’t select an opportunity type on the agent pop-up, the information collected on the call is posted only on the lead, and not the opportunity.
• The Opportunity Route API returns an empty response if opportunities are not enabled on your account, if the opportunity owner is System, or if the opportunity is not in the Open status.
• For answers to common questions on opportunity telephony, refer to Telephony FAQs and Troubleshooting.

Any Questions?

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